Customer Service Agent CORGI

Job Description

Customer Service Agent - CORGIDunfermline, ScotlandWe’re CORGI HomePlan. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living. To reach Plan Zero, we need everyone to cometogether - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!At CORGI HomePlan, we bring peace of mind to hundreds of thousands of homeowners, by protecting them from unexpected repair costs - and helping them to keep their homes running efficiently. Our fairly priced insurance plans cover boilers, central heating, plumbing, drains or electrics. Offering 24/7 emergency support from over 5,000 engineers - famed for their service!For decades, CORGI has been a brand that puts people - and their safety - first. Want to help us keep up the good workWhere in the world of OVO will I be workingWe’re currently hiring Agents to join our Customer Service team; the team responsible for supporting customers with their boiler insurance policies and giving peace of mind to customers about their home heating systems.As a Customer Service Agent, you’ll be the first point of contact for our CORGI HomePlan customers, delivering a service we can be proud of.What will I be doingOur Customers are the key to our success, so youll play a meaningful role in keeping them happy and driving OVO’s vision! You’ll be on the front line; the first person our customers talk to when they call to raise a claim on their policy, whether this be a heating, electrical, plumbing or drainage fault. It will be your responsibility to thoroughly investigate possible solutions to get our customers the help they need.Key responsibilities include:- Answering and resolving customer enquiries over the phone- Advising our customers about other products available to them with the aim of upselling to additional services- Providing technical assistance to resolve faults over the telephone- Adding/reviewing notes to ensure an optimal customer experience- Logging any faults on the internal systems- Collaborating closely with different departments including our field-based engineers- Working towards targets and clear objectives set by the business which drive our Plan Zero vision- Investigating sophisticated repairs and problem-solving tricky situations- Assessing customer claims fairly and consistently, in line with the policy terms and conditions and ensure we Treat Customers Fairly (TC)- Optimally manage any issues raised and look to resolve where manageable or call out where appropriateWorking 37.5 hours per week, our contact centre is open to customers from 7am - 9pm Monday - Friday so you will be allocated a shift pattern based on these times; you’ll also be required to work 1 day every other weekend when our contact centre is open 8am - 8pm.Is this the job for meIt’s essential that you’ve had experience within a customer service environment; even better if you already have an understanding of working towards targets and love smashing them.Our customers are at the heart of everything we do. We’re looking for people who are willing to go above and beyond to keep our customers happy.This is predominantly a phone-based role so you’ll need to be comfortable speaking on the phone for most of the day.Most importantly, you’ll share the qualities that have driven our success so far, you’ll be:- A people person and a great teammate, strong at building rapport with both customers and colleagues.- Adaptable, a clear communicator and able to tailor your approach to each individual customer- Passionate about customer service and getting it right for our customers- Enthusiastic and positive with a solutions-orientated approach- A quick learner and able to retain a wealth of information - theres a lot to learn in the energy sector!From us you’ll get*- An annual discretionary bonus- 4% of your salary to spend on flexible lifestyle benefits- 5% matched employer contribution to your pension- 20 days annual leave (+8 days for bank holiday on top)- Blended approach to office/home working- And many more...(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.We want the best peopleAt OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.We understand some people may not apply for jobs unless they tick every box. If youre excited about joining us and think you have much of what were looking for, even if youre not 100% sure… wed love to hear from you.This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.